Service & Support
We strive to provide the best support possible for our customers and therefore offer different channels of communication to accommodate your concerns.
Support
Our support team is here to help with any issue that might come up when working with Storyblok. We have different ways to contact us and get in touch with the Storyblok community.
- Real-time discussions are often the best way to resolve a problem. We have a Storyblok Discord channel where lots of helpful people hang out and are happy to lend a hand.
- For direct support, please log into your Storyblok account and select “Help & Inspiration” in the app.
- Premium & Elite customers can access a live chat within the app.
Unfortunately, we do not have the capacity to help with implementation-specific details. Learn more in the implementation project support FAQ.
Severity classifications
| Severity | Description | Starter, Growth & Growth Plus Plans | Premium & Elite Plan |
|---|---|---|---|
| Critical | Storyblok production product or mentioned production application unavailable. No workaround available. | Storyblok Help Center | Help Center, Live Chat Elite: Incident E-Mail |
| High | Partial product downtime, code functionality not available, or significantly degraded application performance. No workaround available. | Storyblok Help Center | Help Center, Live Chat |
| Medium | Non-critical loss or impact to the Storyblok product or application. Workaround available. | Storyblok Help Center | Help Center, Live Chat |
| Low | Other Storyblok product defects, documentation errors, or other low-priority issue. | Storyblok Help Center | Help Center, Live Chat |
Response times
| Severity | Starter, Growth & Growth Plus Plans | Enterprise Plans |
|---|---|---|
| Critical | Next business day | Elite: 2 hours Premium: Next day |
| High | Next business day | Elite: 12 hours Premium: Next day |
| Medium | 4 business days | Elite: 24 hours Premium: Next day |
| Low | 4 business days | Elite: Next day Premium: 2 business days |